We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 364422 results
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Decision Reference DRN-5312702
6 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5312702 The complaint Mr F and the estate of Mrs F are unhappy with the way U K Insurance Limited (UKI) handled a claim made on Mr and Mrs F’s travel insurance policy. All reference to UKI includes its agents. What happened Mr and Mrs F were on a cruise when Mrs F became unwell. B... (4 pages)View decision -
Decision Reference DRN-5311890
6 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5311890 The complaint Mr J complains Telefonica UK Limited trading as O2 allowed him to take out a fixed sum loan agreement for a new phone for his now ex-partner, which he says he shouldn’t have been allowed to do. And that O2 allowed his ex-partner to take out a fixed sum loan agr... (7 pages)View decision -
Decision Reference DRN-4859618
6 Feb 2025 Wakam Not upheldInsuranceDRN-4859618 The complaint Wakam’s been represented by agents for the claim and complaint. For simplicity in places I’ve referred to the agents’ actions as being Wakam’s own. For the same reasons I’ve referred to Mr and Mrs F’s representative’s actions as being their own. What happened ... (4 pages)View decision -
Decision Reference DRN-5272683
6 Feb 2025 Western Provident Association Limited Not upheldInsuranceDRN-5272683 The complaint Ms B complains that Western Provident Association Limited (WPA) has turned down a claim she made for nutrition treatment on a personal private medical insurance policy. What happened Ms B holds a personal private medical insurance policy. Unfortunately, in late... (4 pages)View decision -
Decision Reference DRN-5311490
6 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5311490 The complaint Mr T complains that National Westminster Bank (NatWest) didn’t do enough to help him when he told it about a dispute he had with a merchant, over goods paid for using his debit card. What happened In October 2023 Mr T purchased a car costing £2,500 using his Na... (3 pages)View decision -
Decision Reference DRN-5302897
6 Feb 2025 NCO Europe Limited UpheldConsumer CreditDRN-5302897 The complaint Mr M complains NCO Europe Limited haven’t treated him fairly regarding his credit card account debt. What happened Mr M had a credit card with a company I’ll refer to as A. After some missed payments, A asked NCO to collect the payments. Mr M says he was never... (3 pages)View decision -
Decision Reference DRN-5210708
6 Feb 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5210708 The complaint Miss H complains about Astrenska Insurance Limited’s handling of a claim under a key assist policy. Astrenska has been represented on the claim by its agents, including its claim handlers. For simplicity, at points, I’ve referred to the actions of Astrenska’s a... (3 pages)View decision -
Decision Reference DRN-5301347
6 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5301347 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax) cancelled his direct debit mandate resulting in him missing a credit card payment. He says when Halifax cancelled his direct debit it should also have cancelled his credit card. And because ... (4 pages)View decision -
Decision Reference DRN-5160728
6 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5160728 Complaint Mr K is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr K learned about an investment opportunity with a company known as Buy2Let Cars. It was promoting a scheme under which investors provided ... (5 pages)View decision -
Decision Reference DRN-5238128
6 Feb 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5238128 The complaint Mr D complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr D’s borrowing can be found below. loan number loan amount agreement date repaym... (4 pages)View decision
